“I wanted a quick turnaround gift for my Nephew so opted for an e-gift card. However, Waterstones uses a third party company that only issue them from Monday to Friday!! Yes, you heard me - An e-voucher which can take up to three days to arrive. Archaic springs to mind! I missed my Nephews birthday as I also had to wait for them to make a refund and then had to resort to purchasing a gift card from Amazon. I had no apology from Waterstones - just a confirmation that they'd refunded me back. Dreadful service.”
“Ordered a book for a birthday present in Feb 2021.Was informed delivery 2 to 4 days which I paid for.Had read due to Covid delivery was a bit slower.Allowed myself 7days.Two weeks later I still have no book or any communication from Waterstones. Have emailed them 3 times. Will NEVER use them again.”
“Ordered 2 book start of Nov 2020 & online said they were in stock. When confirmation email came through it said out of stock but will be with me approx 5-7 working days. Checked back on the website again and said in stock. The money was taken out of my account. Emailed them 3 times and no response. And no answer when calling also. Still no books. Now mid jan 2021”
“I have returned an item via their Freepost that was not as described (diary described as slimline but was bulky and poor quality ) and am still waiting for a refund.No acknowledgement bar the standard 'Do not reply to this e-mail' response.Disappointed and will not be using their on line service again.!”
“If, like us, you wish to order an Ecard gift to a relative overseas, you may as well forget about it! We have struggled for two hours with what must be the most convoluted online system we have ever encountered, with absolute NO SUCCESS! Absolute RUBBISH!”
“Ordered some books to collect from store a week ago and they’ve done nothing with my order. You’d think they would be able to get them to store within a couple of days. All other retailers manage to. To make matters worse they aren’t responding to my query. Awful, won’t be using again.”
“Bad customer service, well actually ZERO customer service. I've contacted them 5 times now by email as their phones are not in service and I haven't had a reply yet. Its been one month since I ordered my book and there is no sign of it.”
“Absolutely shocking service. Ordered a book in April and 6 months later they have still not fulfilled the order. They do not respond to my contact. How is this acceptable? I would never ever recommend anyone using waterstones.com”
“Very badly run company.No quality control.Most books are damaged in some way.Books bought online are usually damaged and have to be returned.When you return a book to your nearest branch they refund the money and put the book back on the shelf .”
“I placed an order on line nearly 4 weeks ago. Order was acknowledged but since then - nothing. The progress shows that it has not left the store yet. I have sent emails via the 'help' system on the website but not received any reply. Poor service.”
“Ordered 2 jigsaws... one received the other has not been sent out although both were showing as in stock... I have been patient waiting but is neat a month on... no communication from Waterstones. I have sent 2 emails to them only to receive automated reply. Very poor service.. we are all experiencing difficulty with Covid19 but if so called reputable companies cannot
Cope with demand then dont operate by taking peoples orders then not sending out... lockdown will be over by the time and if I ever receive the item. Will not use Waterstones again. My advice avoid.”
“I recently had 2 orders - one for myself and the other sent to my daughter as a present. Both orders despatched and received within a week of ordering. came by Royal Mail and I was able to follow their progress thanks to an email from Waterstones which gave acces to PO tracking system. All very satisfactory.”
“Great customer service. I was picking up a few books and knickknacks for Christmas. I was helped by a wonderful member of staff at the Edinburgh Princes Street store. Couldn't be happier!”
